Ideta is a no-code platform that businesses use to create chatbots and voice bots.
They were having issues related to the efficiency of their onboarding since it consisted of support articles and online manuals through email.
Here’s how they fixed it and achieved success with UserGuiding:
Challenges of Onboarding with Online Manuals
Online manuals and support articles are the building blocks of any customer support and success department.
They’re basically needed.
But are they enough for user onboarding?
The answer would probably be no. An online manual is good for solving the advanced problems a user might encounter while using your product. For the more essential and simple information, they tend to be boring and unengaging.
That’s not the only problem.
No one in the history of humankind has ever read instructions for a software product before checking it out first. If it looked simple, they’d continue to use it; if it was too complex they’d go back to the instructions.
“… (for our onboarding) we used to send helpful content and tutorials through email to our users. But by the time they register and spend a few minutes in the product by themselves, it’s too late; they’ve already determined your value.”
The real question here is: Are they going to go back to the instructions?
It’s easy for users to get intimidated by a complex product that doesn’t make sense to them. And if they think they can find a simpler alternative, or it is not really that necessary for them, they might straight up quit.
This is what Ideta was experiencing when they were using online manuals and support articles for user onboarding: people weren’t engaging with the product in the way they’re supposed to be.
They’d end up getting frustrated and would be likely to churn.
And that’s not even the only problem with online manuals, the bigger problem is the maintenance.
“If you’re onboarding people through online manuals and support articles, especially for young companies, any change in the UI or the UX can make you have to rewrite all of these content; which takes an unimaginable amount of time from customer support.”
Updating online manuals and support articles is usually not as easy as it sounds. You might literally need to re-write whole articles to get things back to normal.
When you add every little change over time this takes hours and hours of the valuable time you could be doing something better.
And as a young startup that constantly had updates, new features, and changes, Ideta needed an easier way to educate their users than online manuals.
Being there for your users, at all times
The strongest relationships between users and businesses are built on trust.
And trust can only be built if your business is accessible at all times, doesn’t matter the channel.
If it takes 2 days to get a reply from customer support and the only information they can get their hands on is boring online manuals, you can just say bye to any form of trust.
And that’s what people in Ideta had in mind regarding their support and training resources. They wanted to be there for their users, at all times.
“In addition to being there with support chatbots and live support, I can’t tell you how relieving it feels to also be there for your users with the interactive guides that walk them through tasks. It surely helps build additional trust”
First off, since it was their area of expertise, they’ve implemented support chatbots and attentive live support.
But they needed to be proactive as well, they needed to answer questions before they hatched into their users’ minds.
They needed a solution to walk their users through tasks and the different features of Ideta.
They’ve found UserGuiding
Ideta uses UserGuiding to build user onboarding flows without coding; turning the boring online manuals into engaging interactive experiences.
With UserGuiding’s product tours and tooltips, Ideta instantly guides users through the essential tasks and functions. Let’s see a few examples:
▶ Here’s how Ideta guides their users through their chatbot feature, with UserGuiding:
▶ And here’s Ideta’s NPS survey, which is calculated real-time through UserGuiding:
Also, with UserGuiding, they didn’t have to depend on their developers to create these interactive elements.
Instead, it was the customer success team that consisted of non-technical people who created the whole user onboarding experience.
“It’s always better to have those who work directly with customers create and manage the user onboarding process, instead of developers. So UserGuiding enabled our success team to create the onboarding themselves.
Visible Growth with UserGuiding
According to Yanis, the co-founder of Ideta, more than half of Ideta users are engaging with the UserGuiding content.
These users contribute to a 50% overall increase in the user session duration in Ideta; which contributes to a 6% increase in revenue for the business.
Also, after the implementation of the NPS surveys of UserGuiding as seen above, the response rate to these surveys was increased by 25%.
With UserGuiding, Ideta is successfully driving engagement and quality user education inside their software platform.
Ready to boost user engagement, just like Ideta did? 🚀
UserGuiding, as a no-code user onboarding platform, gives you the power to eliminate the need for developers in creating interactive content and enables you to provide a better and more engaging experience for your users.
In a matter of minutes, UserGuiding lets you can create:
- interactive product tours,
- user onboarding checklists,
- in-app resource centers,
- and NPS surveys.
Don’t believe me?
Give it a try yourself: